Patient Access Representative

Pediatric Healthcare Associates is an independent pediatric group providing patient-centered, evidence-based, quality care for our patients, from infancy through young adulthood, through compassion, collaboration, and open communication with their families and our community.

Job Description Pediatric Healthcare Associates is seeking a full-time Patient Access Representative to join our team. We are looking for a professional who excels in customer service, communicates clearly, and thrives in a fast-paced, team-oriented environment. The Patient Access Representative is responsible for answering and routing calls for four offices, scheduling appointments, supporting clinical and office staff, and ensuring a positive experience for every caller.

This position averages 30–37.5 hours per week and requires availability on Mondays, Tuesdays, Wednesdays, Thursdays, Fridays, as well as evening and weekend hours.

Overall Responsibilities

• Answer high volumes of incoming calls promptly, professionally, and courteously
• Determine caller needs and direct calls appropriately across four offices
• Schedule and confirm patient appointments
• Assist callers with all requests in an efficient, timely manner
• Send detailed messages to offices and communicate with receptionists, nurses, clinicians, managers, hospitals, pharmacies, and labs
• Read, monitor, and maintain clinicians’ schedules
• Work recall lists daily
• Support administrative tasks and call center duties as assigned
• Maintain a positive and patient-focused approach with every interaction

Essential Skills & Abilities

• Strong customer service, phone etiquette, and communication skills
• Ability to handle high call volumes while maintaining a positive experience for each caller
• Detail-oriented, organized, and able to multitask in a fast-paced environment
• Team-oriented with the ability to work collaboratively
• Reliable, punctual, adaptable, and job-knowledgeable
• Ability to listen, understand, and respond accurately to caller needs
• Commitment to maintaining the expected monthly Live Answer Rate and Average Talk Time
• Regular and prompt attendance required

Non-Essential Skills & Abilities

• Maintain a clean and organized workstation
• Perform additional duties as needed or assigned

The above statements describe the core responsibilities of the role but are not an exhaustive list. Duties may be revised according to business needs. Position Requirements

• High school diploma or equivalent
• Typing and computer proficiency
• Previous customer service experience (preferably in a call center)
• Healthcare or medical office experience preferred but not required

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Work Location: In person

Reports to: Assistant Director of Patient Access and Scheduling

Pediatric Healthcare Associates is an equal employment opportunity employer.